How to force DME to provide a new CPAP unit?

[zoomzoom]

I received a "new" resmed 11 airsense with 1200+ hours on it. Obviously, I won't be accepting it.

I recall reading somewhere that DMEs are allowed to give used units, however this one is in noticeably used shape and frankly I don't want a used one.

Do I need my doctor to give me a prescription with literally the words "provide brand new machine" or something to that extent on the prescription to avoid getting another used unit? Or do I just ask the DME to make sure this time they send me a new one?

They also didn't send me an SD card. I recall for my Airsense 10, at a different DME, they ensured I was provided an SD card. I have read lots of posts where people don't get one.

Yes, I know any SD card will work. I still want the resmed branded one that my insurance is paying for that the DME is likely just keeping on the side for some reason.

[Pugsy]

It is my understanding that ResMed no longer includes a SD card with its shipment of a new machine.
They are going all in on using MyAir instead of SD cards so they tell people that SD cards are no longer needed.
I don't think that DMEs are getting those SD cards like they used to get and pull out and save to resale to someone.

As far as forcing a DME to supply a brand new zero hour machine....
take it back and tell them to either give you a brand new zero hour machine or you will take your business elsewhere then be prepared to follow through with the threat.

[zoomzoom]

It is my understanding that ResMed no longer includes a SD card with its shipment of a new machine.
They are going all in on using MyAir instead of SD cards so they tell people that SD cards are no longer needed.
I don't think that DMEs are getting those SD cards like they used to get and pull out and save to resale to someone.

As far as forcing a DME to supply a brand new zero hour machine....
take it back and tell them to either give you a brand new zero hour machine or you will take your business elsewhere then be prepared to follow through with the threat.

Thanks! I spoke wiht Apria (my current DME). They said that my insurance only covers refurbished units.

I called my insurance. They were surprised at that comment and said that they cover CPAP without restrictions on new vs. used vs. refurbished.

Local APria location is going to "see" if they can give me a new unit or to at least swap out the one I have. Unfortunately, in order to "see," I have to drive a bit over an hour to my local branch.

Turns out Apria, despite claiming they have the Bleep mask ready for order, doesn't carry them. BUT, on the bright side, my insurance said that I can order elsewhere (another DME) for the supplies and have my machine through Apria. So if they give me a new one, I'll keep it, but get my supplies from somewhere else that actually carries Bleep products.

If they refuse to give me a new machine, I will give them everything back and go elsewhere. I like your idea about that. No point in taking a new/used machine that I'll be using for the next however many years especially when insurance will cover a new machine

[LSAT]

It is my understanding that ResMed no longer includes a SD card with its shipment of a new machine.
They are going all in on using MyAir instead of SD cards so they tell people that SD cards are no longer needed.
I don't think that DMEs are getting those SD cards like they used to get and pull out and save to resale to someone.

As far as forcing a DME to supply a brand new zero hour machine....
take it back and tell them to either give you a brand new zero hour machine or you will take your business elsewhere then be prepared to follow through with the threat.

Thanks! I spoke wiht Apria (my current DME). They said that my insurance only covers refurbished units.

I called my insurance. They were surprised at that comment and said that they cover CPAP without restrictions on new vs. used vs. refurbished.

Local APria location is going to "see" if they can give me a new unit or to at least swap out the one I have. Unfortunately, in order to "see," I have to drive a bit over an hour to my local branch.

Turns out Apria, despite claiming they have the Bleep mask ready for order, doesn't carry them. BUT, on the bright side, my insurance said that I can order elsewhere (another DME) for the supplies and have my machine through Apria. So if they give me a new one, I'll keep it, but get my supplies from somewhere else that actually carries Bleep products.

If they refuse to give me a new machine, I will give them everything back and go elsewhere. I like your idea about that. No point in taking a new/used machine that I'll be using for the next however many years especially when insurance will cover a new machine

You are the customer..Change dealers. Contact your insurance and find out what dealers are in network.

[Pugsy]

Turns out Apria, despite claiming they have the Bleep mask ready for order, doesn't carry them.

You might contact Stuart and tell him that Apria isn't carrying the Bleep/Eclipse despite their agreement to offer it.
Stuart told me a long time ago that Apria was on board but I rolled my eyes....they lie when the truth would fit better
and anyone telling me that "your insurance only covers refurbished (used) machine" would get the axe real quick.
I don't tolerate anyone just blatantly lying to me and that's what they did to you.
If they lie about that...what else will they lie about.

There's a reason we refer to them as "Crapria".

[zoomzoom]

I have an update.

Apparently, there is a "compliance" team which is incredibly more competent than basic customer service.

Eventually, they did find that Apria offers the Bleep masks. They put in a replacement order for me. She was not sure why the local branch couldn't locate it.

They said I could keep the mask that was in the box if I wanted to, but that would constitute my 1-mask-replacement-in-the-first-30-days guarantee. Otherwise, I could return the N20 and get a new mask to try [IN ADDITION to the Bleep Sleep replacement one that is coming in the mail].

The "compliance team" representative did an inventory stock check for my local branch and confirmed that they have "a lot" of the brand new Airsense 11 in stock. So, I will have to drive an hour out of my way to get a new machine.

She also had not heard of certain insurances "only covering refurbished CPAP machines," so she was surprised the local branch told me that.

She told me that possibly the initial warehouse where the Airsense was shipped from only had the refurb available. That theoretically makes sense but sounds surprising for a DME this large not to have new units in stock in their central warehouse in KS.

At the very minimum, is it not basic courtesy to call the customer to let them know that not only will they receive a used/refurbed unit, but that their mask preference is not going to be available?

If they do not have a new unit for me when I visit the local branch, I will return everything and pick a new DME.

[zoomzoom]

I was able to get a new machine at the local branch. Unfortunately, they seem to not understand how the 30-day policy works to replace a mask from the conversation that I had with the compliance team. Therefore, I just kept my mask, the n20, and I will give it a go even though I wanted to try a full face mask just in case.